Patient Access/Communications Team Lead

The Rehabilitation Hospital of Indiana (RHI), named Best Rehabilitation Hospital in Indiana in 2022 and 2023, provides quality rehabilitation services to those facing life-changing injuries or illness. We specialize in the areas of brain injury, stroke, spinal cord injury and complex medical conditions. RHI is the only Traumatic Brain Injury (TBI) Model System in the state of Indiana and one of only 16 in the U.S. Our campus on the west side of Indianapolis specializes in inpatient and outpatient evidence-based, patient-centered therapy for ages 15 and older. We offer a competitive compensation and benefits package, along with a 401k match and tuition reimbursement program.

SUMMARY/PURPOSE OF JOB

The basic function of the Patient Access/Communications Team Lead is to support the department's efforts in registration, scheduling, and customer greeting for the Patient Access and the Communications Departments. The Team Lead serves as the resident "point person" for questions, training and handling of unusual circumstances for these departments. The Team Lead assumes supervisory responsibilities in the absence of the Patient Access Director. The Team Lead will be responsible for coordinating the daily operations of the Patient Access and Communication areas. This person will perform a variety of administrative and leadership tasks. The Team Lead understands and exhibits the principals of service excellence, leads by example, and mentors' others in the performance of their assigned duties.

Additionally, understands that every employee is responsible for exhibiting exceptional customer service by answering calls and if not able to assist personally, will inform the appropriate employee regarding internal and external customers' needs. Understands the role of employee's individual position regarding HIPAA requirements and level of access to Protected Health Information as defined in HIPAA hospital-wide policies. Understands that it is the responsibility of every RHI staff member to provide patient safety as a priority response according to RHI Standards of Behavior.

PRIMARY JOB DUTIES/ESSENTIAL FUNCTIONS

Provides supervision and direction of Patient Access and Communication staff under the direction of the Director. Involved with hiring new staff, providing input for annual evaluations and conducting disciplinary action if needed. Coordinates the allocation of workload among associates and fills in where needed to ensure smooth daily operations. Assists in promptly addressing patient satisfaction issues.

Assists the Director in establishing and implementing goals for the department. Coordinates audits to ensure that compliance and accuracy is being met within the Patient Access department. Assists the Director in identifying and implementing process improvements and development/revision of policies and procedures. Serves as a liaison between clinical and administrative areas to ensure sound working relationships and cooperative arrangements.

Employee is focused on providing customer satisfaction (including, but not limited to, patients, coworkers, visitors, vendors and physicians) as a primary goal/outcome of all interactions; places customer first in the performance of job duties and responds to needs in a timely manner as evidenced by the absence of legitimate customer complaints.

Collect, coordinate, update, prepare and maintain various types of data for assigned area(s): logs, graphs, spreadsheets, statistics, productivity, budget information, policies, procedures, and presentations. Assist and act as liaison for the Director in patient scheduling issues, training, education, communication and problem solving. Oversees daily staffing needs and daily patient flow at the designated locations ensuring adequate coverage at all times. This includes assisting the Director with vacation and holiday requests. Provides guidance and training to lesser experienced team members and acts as a mentor to staff.

Schedules the patient for the designated Plan of Care. Provides information to the patient/family to describe the therapy process, the therapy disciplines, as well as, reviewing the consent form, patient rights, and patient benefit information. Demonstrates flexibility in performing additional responsibilities that contribute to the improvement of patient care, patient satisfaction and the well-being RHI.

Accepts and reconciles payments on the Daily Journal at the end of the day, and completes documentation for deposit in accordance with outlined procedures. Collects billing sheets and submits to outside billing company, noting any payments that were received from the client on the billing sheet.

Functions as liaison with payer sources to manage financial resources including: insurance benefits verification, identifying alternative funding sources, negotiating reimbursement within the parameters established by RHI and providing effective communication to the payer source regarding treatment, progress, and discharge plans. Assures benefits are verified and precertification/ recertification is completed for Outpatient. Communicates benefit coverage and financial responsibility to client/family prior to admission, and aids with financial counseling as needed. Will work collaboratively with RHI Patient Financial Services (PFS) department in gathering information required to process claims, funding source denials and/or work orders.

Uses appropriate technique in performing duties to avoid or minimize accidents and injury related to unsafe practice. Proactively seeks information and resources, including the Environment of Care Manual, to aid in safe performance of duties to contribute to the RHI culture of safety. Provides a forum for persons served to express complaints and concerns; assumes responsibility, in conjunction with the Director, for follow through and documentation that the concerns are appropriately addressed.

Completes calls which require special attention. Examples include, telephone repair reports, RHC notifications, and the Code Phone. All such calls require a thorough knowledge of procedures and ability to accurately complete detailed paperwork. Processes pages or announcements of an emergency nature promptly, and initiates detailed procedures.

Attends and actively participates in program related committees and meetings. Maintains collaborative working relationships with colleagues to create a productive working environment. Embraces and assists implementation of change within the organization and day to day processes. Assist with conference room scheduling. Promptly responds to requests and offers alternatives when first request is not available. Posts daily conference room schedules outside of conference rooms. Assist with follow-up with tour visitors to learn reasons for not choosing RHI.

Other duties as assigned.

QUALIFICATIONS AND EDUCATION

A minimum of two years of experience in the medical field in a similar capacity required. Previous experience in a lead/supervisory role preferred.

Must be personable and friendly at all times, have professional and effective communication skills and deliver exceptional customer service. Must have proficient computer skills and be able to use the various systems. Must have the ability to handle even the most difficult reception, scheduling, registrar and greeter tasks. Must have the ability to work efficiently, multi-task and prioritize tasks in a high- volume practice. Must exhibit independent judgement necessary to work in accordance with department practices and general directives received by management.

EDUCATION

Bachelor's Degree preferred, but experience may substitute for education.

HOURS

Monday, Tuesday, Wednesday, Thursday and Friday 9:00 AM-5:00 PM

The Rehabilitation Hospital of Indiana is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.